5.“Thank you.”

5.“谢谢。”

At first glance, it may seem like your customer should be the one expressing gratitude. But think about it. In his mind, he paid for a product or service that didn’t perform as expected, and was then required to spend professional or personal time to work out a remedy. On the other hand, you’ve likely gained important information about product performance and how customers perceive your company. In my mind, that’s certainly worth a “thank you.”

乍一看，这好像是你的客户应该有的态度。但是再仔细想想。他会想，他花钱购买产品或者服务，但是它们没能按照预期运行，他还要花专家的或者个人的时间来让它恢复正常。换句话说就是你可能会获得关于产品运行状况的重要数据，以及客户对于你们公司的评价。要记住，这值得你说声“谢谢”。

These phrases are not magic bullets that will solve all your customer service conflicts. They are simply a framework for collaborative problem solving and collectively present an attitude of “We’re in this together” rather than “We’re out to win.” That kind of cooperative approach minimizes the number of combative customer interactions and more often results in satisfactory solutions.

这些短语也并非法力无边到可以解决你在客户服务中遇到的所有冲突。它们只是构建了一个合作解决问题的框架，暗示出你的态度是“我们一起来解决”而不是“我们要战胜你。”这种合作的方式会让客户的不满情绪降到最低，通常可以获得令人满意的解决方案。

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